faq
Fulfillment & Pre-Order Timeline
All Nou shoes are made to order - each pair is handmade for you in Portugal, which means they're worth the wait. Pre-order windows are 8-12 weeks from the date of purchase. The expected ship date for each style is listed directly on the product page so you always know what to expect.
Once your order ships you'll receive a confirmation email with tracking information. We'll also keep you in the loop along the way - you can expect email updates on your order status and estimated ship date as your pair moves through production.
Thank you for your patience. Good things take time.
Lost or Missing Packages
Once your order has been marked as delivered by the carrier - DHL, UPS, or USPS - it is no longer under Nou's responsibility. At that point, we ask that you contact your carrier directly to file a claim for a lost or stolen package.
- DHL: 1-800-255-5345
- UPS: 1-800-742-5877
- USPS: 1-800-275-8777
We recommend also checking with neighbors, building staff, or any secure locations on your property before filing a clam. Unfortunately, Nou is unable to issue refunds or replacement for packages confirmed as delivered by the carrier.
Order Processing & Shipping
We ship worldwide via trusted carriers. Shipping fees and delivery timelines are calculated at checkout. You’ll receive tracking information once your order has been dispatched.
Please note: Pre-order items have a longer lead time, because each pair is handmade just for you, please allow 8-12 weeks for shipment. All other items typically ship within 1–5 business days.
Order Cancelation
We know how important your order is, so we aim to fulfill it as quickly as possible. We cannot guarantee that we will be able to cancel your order once it has been processed. Please email us within 24 hours of order placement at hello@shopnou.com with your order number and we will do our best to make it happen.
To note: Cancellations for all ready-to-ship orders must be requested within 24 hours of order placement. If the item has already shipped, we cannot cancel the order. All pre-orders are non-cancellable.
Returns & Exchanges
All vintage items are final sale due to the nature of pre-owned goods.
All International orders are final sale due to the nature of shipment.
We offer size exchanges on US orders, subject to availability. Returns are accepted, though we don’t expect you’ll need one ;). To request an exchange, please visit our exchange portal within 7 days of receiving your order. Shoes must be unworn and in original condition. You are responsible for return shipping.
Vintage Authentication
All of our vintage designer pieces are pre-authenticated and sourced exclusively from trusted, vetted vendors. We take sourcing seriously—every item is carefully selected for its quality, condition, and provenance.
Fit, Sizing & Condition
Nou Shoes follow standard European sizing. A full-size guide is available on each product page. If you’re between sizes, we recommend sizing up for the best fit.
Each vintage product listing includes detailed notes on sizing, fit, and any relevant condition details. Please review individual descriptions carefully, as vintage sizing can vary from modern standards. If you have specific questions about fit, feel free to reach out before purchasing.
Payment
We accept all major credit cards including Visa, MasterCard, and American Express. Payments are processed securely through Shopify.
When making a purchase (a “Transaction”), you may be asked to provide billing and shipping details, including your credit card number and expiration date.
By placing an order, you confirm that you have the legal right to use the payment method provided.
You also authorize shopnou.com to share this information with trusted third-party partners (such as Shopify) for the sole purpose of completing your transaction. In some cases, verification may be required before your order is processed.
Contact
Still wondering about something? Reach out to us anytime at hello@shopnou.com and someone from our team will get back to you as soon as possible.